20 days old

SP&R - Cloud Email Security Operations

Cisco Systems Inc.
Bengaluru, KA 560002
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The Cloud Email Security IronPort Customer Engineer provides industry-standard technical support in a professional manner. They resolve customer issues and close customer tickets efficiently. The CE will support small, medium, and large (Fortune 500) IronPort customers during post-sales periods. They will be responsible for ensuring that the customer relationship is managed through pro-active customer communications, by providing rapid response and guaranteeing that estimated response times are communicated upfront.

The CE has the skills of a seasoned, experienced professional with a full understanding of industry practices and company policies and procedures and resolves a wide range of issues in imaginative as well as practical ways. These issues often include product bugs, DNS issues, network configuration problems, and assistance with sophisticated product configurations, performance tuning and optimization, solving problems delivery/connectivity issues and training the customer on unfamiliar features. They work on problems of diverse scope where analysis of data requires evaluation of identifiable factors. They demonstrate good judgment in selecting methods and techniques for obtaining solutions and interact commonly with senior internal technical personnel. Unusual failures, new product defects and custom function requests are sometimes advanced to Cisco TAC or Application Engineering (AE) for technical resolution, with the CE maintaining control of the account and presenting with the customer throughout the entire resolution process.

Who You'll Work With

The team is responsible for incident management and reactionary response to system and customer service requests. Assist customers with how to configure and set up the IronPort appliance. React to supervising alarms (automated tickets) from Nagios. Provide in-depth knowledge and skillset to solve and diagnose complex mail delivery issues for our customers. As we all know well - email is vital to any organization and our customers expect the best service possible.

Who You Are

Minimum Qualifications:

  • Bachelor's degree (or equivalent experience) is required
  • Absolute passion for customer satisfaction
  • At least 3 years in a role with customer-facing support responsibilities
  • Standard troubleshooting skills and diligence
  • Strong written and verbal communication skills
  • Strong knowledge of standard protocols such as SMTP, DNS, FTP, SSH, TCP/IP.
  • Strong UNIX system administrator skills
  • Good networking knowledge, they should have a solid understanding of switches, routers, firewalls, and subnetting.
  • Experience with shell scripting in Python and other scripting languages and experience with FreeBSD is a plus.
  • Technical proficiency with email and the email infrastructure or web security technologies and networking infrastructure
  • Experience deploying and maintaining an e-mail or web security appliance
  • Experience deploying and maintaining Windows Active Directory (2000/2003) or comparable LDAP technologies
  • Experience deploying and maintaining Microsoft Exchange (2000/2003) or comparable

Required Experience and Skills:

  • At least 3 years in a role with customer-facing support management responsibilities
  • Strong written and verbal communication skills
  • Strong networking knowledge, should have a solid understanding of switches, routers, firewalls and subnetting
  • Good knowledge of standard protocols such as SMTP, DNS, FTP, SSH, TCP/IP.
  • Technical proficiency with email and the email infrastructure or web security technologies and networking infrastructure
  • Experience deploying and maintaining an e-mail or web security appliance
  • Experience deploying and maintaining Windows Active Directory (2000/2003) or comparable web server technologies
  • Experience with other flavors of LDAP servers or web servers
  • Bachelor's degree (or equivalent) is required

Personal Characteristics:

  • Passion to proactively seek ways to make our customers happy.
  • Understanding of and experience in leading a team in applying all elements of Technical Support
  • Excellent working relationships with other customer-facing and delivery organizations within Cisco and with appropriate business units
  • Provides management guidance to peers and all levels of exempt and non-exempt employees on accomplishing goals
  • Works autonomously. Accountable for formulating and delivering complex presentations throughout Cisco and to third parties.
  • Outstanding ability to work multi-functionally and with customers building business partnerships and focusing on the development of the Theatre program
  • Able to drive for results
  • Role model for Cisco's culture and values
  • An individual should be results-oriented, show strong initiative, be customer-focused, recognize effort and contributions, create a team environment, effect change, influence within and outside the organization, be collaborative and promote and effectively prepare for fast growth
  • Excellent written and verbal communication, listening, negotiation and presentation skills.

We Are Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Heres how we do it.

We embrace digital and help our customers implement change in their digital businesses. Some may think were old (30 years strong!) and only about hardware, but were also a software company. And a security company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do you cant put us in a box!

But Digital Transformation is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, we give our egos a break, and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take ambitious steps, and we take the difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.

So, you have colourful hair? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool.

Posted: 2021-05-26 Expires: 2021-06-28
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SP&R - Cloud Email Security Operations

Cisco Systems Inc.
Bengaluru, KA 560002
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